AUDIENCE

We prepared this article for Helpshift administrators.

CAPABILITY

  • Service agents can see, in almost real time, when a web chat user leaves their conversation.
  • In Agent Dashboard, a green dot next to a web chat user’s avatar signals that the user is present. 
  • Absence of this green dot signals that the user has gone.

VALUE

  • Abandoned web chat sessions disrupt the natural flow of work when service agents must await a response that never comes. User presence detection prevents this disruption.
  • The insight that user presence detection provides helps service agents to prioritize their support of active users. It also helps to lower the stress of having a heavy but unprioritized workload.
  • You can trigger, or branch, time-based automations according to the presence or absence of a web chat user.
NOTE

  • User presence detection targets web chat sessions exclusively. 
  • To maintain accuracy, we repeat a presence check every 20 seconds. This cycle continues until the user issue is resolved or rejected.
  • After you turn the toggle On, Agent Dashboard is refreshed to show the presence indicator for subsequent web chat sessions.


Enable user presence detection

BEFORE YOU BEGIN

Log in to Helpshift as its administrator.

PROCEDURE

  1. Click Settings () in the Helpshift toolbar, and then scroll the navigation pane to its App Settings area.
  2. In the App Settings area, click an app that should support user presence detection.

    The screen refreshes to show several categories of configurable settings.
  3. In the Web Chat area, click Configure.The configuration controls for a web app include a toggle to activate or deactivate user presence detection.
  4. Use the toggle to turn On end-user presence detection.

 

 


Base new workflows on user presence detection

You can configure time-based automations that consider how long a web chat user has remained either online or offline.

BEFORE YOU BEGIN

  • Log in to Helpshift as its administrator.

PROCEDURE

  1. Click Settings () in the Helpshift toolbar, and then scroll the navigation pane to its Workflows area.
  2. In the Workflows area, click Automations.
  3. On the Automations page, click the Time-Based tab. Then, click + NEW AUTOMATION.

    The Create Automation popup window opens.
  4. Choose If > User has been offline for.

    OR

    Choose If > User has been online for, when this option is better for your purposes.
  5. Click a button on the button bar to specify a duration in seconds, minutes, hours, or days. Then, choose the number of these that counts the full duration.
  6. Choose an action from the Then list.

    For example, you might choose Reply to Customer, and then enter the message text to send.‚

  7. (Optional) Click Add Action as many times as necessary when your planned workflow includes multiple actions. Then, choose the specific actions to add.
  8. Click Save.